Call Center Management: Tools and Insights to Excel

This course is specifically designed to cater to the needs of individuals who are currently working as Team Leaders, Supervisors, or Managers in call centers or contact centers, as well as those who aspire to hold such positions in the future. It offers a comprehensive coverage of various fundamental aspects that are crucial for success in these roles. These aspects include channel strategy and execution, scheduling, technology, and leadership. By enrolling in this course and completing it, you will not only gain valuable knowledge and skills, but also feel more mentally prepared to excel in your current role or the role you are aspiring to achieve.

Channel Strategy and Scheduling

The course aims to provide a deep understanding of the intricacies involved in managing a team in successful call centers or contact centers. It delves into the importance of developing effective channel strategies to maximize customer satisfaction and optimize operational efficiency. Additionally, it explores the nuances of scheduling, ensuring that the right resources are allocated at the right time to meet customer demands.

Call Center Technology

Moreover, the course emphasizes the significance of appropriate technology in advanced call centers or contact center landscape. It covers the latest advancements in communication tools and software, equipping participants with the necessary knowledge to leverage technology for enhanced productivity and customer service.

Leadership

Furthermore, the course places a strong emphasis on leadership skills. It delves into the qualities and attributes that make a successful leader in a call center or contact center setting, such as effective communication, problem solving, and decision making. Participants will learn how to motivate and inspire their teams, fostering a positive and productive work environment.

By enrolling in this course, you are taking a proactive step towards professional growth and advancement. The knowledge and skills acquired through this comprehensive program will not only benefit you in your current role but also pave the way for future career opportunities. 

Whether you are already a Team Leader, Supervisor, or Manager, or aspire to hold such positions, this course will provide you with the necessary tools and insights to excel in the dynamic and challenging call center or contact center industry.

First time Team Leads, Supervisors and Managers and those that strive to be.

1. First the presenter had good presentation skills, he was eloquent and precise. The learning content was great ~ L Esther
2. Gave more understanding of aspects of my position that I had not understood before ~ Melissa S
3. This is going to be both my first time in any kind of management position and I know that call center management is slightly different that the grocery industry I worked in for 16 years. This was a great overall look at what things I need to start focusing on learning ~ Wendy C
4. I think this covered all the Basics for entry level management, This course helped me understand a lot of aspects that I will take with me from here out. Very informative and easy to understand and follow along with. Awesome job! ~ Friday S

1. This course is perfect for new Call (contact) Center Team Leads, Supervisors and Managers.
2. They will learn about Channel strategy and execution, operational excellence, industry technology and developing a technology stack, metrics/KPIs and so much more.

No course requirements.